Customer Support Systems & Analytics Architect

Mercury
San Francisco, New York
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 5-8 yearsSkills: ["Analytical thinking","Communication","Cross-functional collaboration"]

Own the data strategy and reporting function for the Customer Support organization, building scalable dashboards and unified analytics across channels and BPO partners. Configure and govern CS data in Zendesk (and your AI Agent), enforce data hygiene standards, and translate metrics into recommendations for resourcing, tooling, and process improvements. Partner with CS leadership, Strategy & Ops, and cross-functional teams to deliver reporting that reliably measures performance and drives decision-making.

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FursaFursa
Mercury
Mercury
1 month ago

Customer Support Systems & Analytics Architect

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Own the data strategy and reporting function for the Customer Support organization, building scalable dashboards and unified analytics across channels and BPO partners. Configure and govern CS data in Zendesk (and your AI Agent), enforce data hygiene standards, and translate metrics into recommendations for resourcing, tooling, and process improvements. Partner with CS leadership, Strategy & Ops, and cross-functional teams to deliver reporting that reliably measures performance and drives decision-making.
Location: San Francisco, New York
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Build and maintain unified CS reports and dashboards across channels, teams, and BPO partners.
  • •Advise on CS systems configuration in Zendesk to generate clean, consistent, reliable data while maintaining secure workflows.
  • •Define and enforce data hygiene standards so reporting is accurate, trustworthy, and reproducible.
  • •Monitor and analyze AI chatbot data to support quality reviews and CS decision-making.
  • •Translate reporting into recommendations for resourcing, tooling, process improvements, and CS strategy.

Pay and Benefits

Equity and Bonus:Equity

Key Requirements

  • •5-8 years of experience as a data analyst, business intelligence, or systems analyst, ideally in customer support or operations.
  • •Hands-on Zendesk administration and configuration (views, fields, triggers, reporting) and Zendesk Analytics dashboard/report building.
  • •Fluency in SQL and experience with data/BI tools such as Omni or Metabase (or similar).
  • •Ability to turn complex datasets into clear, actionable insights for non-technical stakeholders.
  • •Strong data hygiene principles and understanding of how system configuration impacts data quality.
Experience:5-8 yearsCustomer supportOperationsSaaSFintech
Skills:Analytical thinkingCommunicationCross-functional collaboration
Languages:English
Tech Stack:ZendeskSQLZendesk AnalyticsOmniMetabaseAI chatbotAI AgentIntercomGuruRippit

Company Brief

Mercury
Provides banking and financial infrastructure for startups and small businesses, offering business checking accounts, payments, debit cards, venture debt integrations, and treasury services via a developer-friendly platform.
Industry: Fintech Infrastructure
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: San Francisco, United States
Founded: 2017
WebsiteLinkedIn